Genesys Contact Center Cloud certified Sr Engineer/SME (Tier IV)

Role Summary

Seeking a highly skilled Genesys Cloud Contact Center SME/Senior Engineer to lead the design, implementation, and operational support of cloud-based contact center solutions. This senior-level role involves providing technical expertise on Genesys Cloud architecture, APIs, and integrations, ensuring the platform''s security, stability, and scalability. The position requires collaborating with business and IT stakeholders to deliver seamless contact center capabilities and continuous platform improvements.

Responsibilities

• Lead solution architecture and technical design for Genesys Cloud features, including voice, digital channels, IVR, routing, and reporting.
• Configure and optimize Genesys Cloud components such as Architect flows, queues, skills, routing rules, ACD, callbacks, and campaign features.
• Develop and maintain integrations utilizing Genesys Cloud APIs (REST), SDKs, webhooks, and event streams, including custom middleware as needed.
• Implement security integrations including SSO (SAML/OIDC), user provisioning, role-based access control, and industry best practices.
• Collaborate with network teams on SIP/telephony connectivity, carrier coordination, call quality, and troubleshooting.
• Support Workforce Engagement Management features such as forecasting, scheduling, recordings, evaluations, and policies.
• Develop operational documentation, monitoring, alerting, capacity planning, and change management procedures.
• Drive platform reliability through root-cause analysis, defect remediation, and continuous performance improvement.
• Partner with application teams to integrate CRM and case management systems, including Salesforce, ServiceNow, or Dynamics.
• Enable reporting and analytics by configuring Genesys Cloud reporting tools and supporting BI system integrations.

Qualifications

• 5+ years of contact center engineering experience, including over 3 years directly working with Genesys Cloud (CX) in production environments.
• Genesys Cloud certifications or demonstrable equivalent expertise with the ability to attain/maintain certifications as required.
• Extensive experience designing and implementing solutions using Genesys Cloud APIs, automation, and integrations.
• Strong knowledge of contact center telephony concepts, including SIP, RTP, SBCs, carrier services, and troubleshooting.
• Proficiency in cloud fundamentals and security principles such as identity management, SSO, least privilege, audit logging, and data protection.
• Experience supporting production systems in an on-call or after-hours capacity, with strong incident response skills.
• Excellent communication skills, capable of translating business needs into technical designs.
• Proven ability to create technical documentation, architecture diagrams, and implementation plans.

Preferred Qualifications

• Experience with Genesys Cloud digital channels like chat, email, and messaging, along with bot/virtual agent integrations.
• Familiarity with Genesys Cloud Workforce Engagement Management (WEM), recording policies, and evaluation workflows.
• CRM integration experience, especially with Salesforce, ServiceNow, or Dynamics, including CTI and screen pop strategies.
• Programming or scripting skills in JavaScript, TypeScript, Python, or C#, and familiarity with CI/CD and infrastructure-as-code.
• Knowledge of monitoring and observability tools, operational dashboards, and system troubleshooting.
• ITIL Foundation or equivalent certification, with experience following formal change and incident management processes.

Publishing Pay Range: $65.00 - $70.00 Hourly

This is a fully remote role and can be performed from an approved location.